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Home»For Buyers»Retail News»How Retailers Can Better Manage Their Phone Calls
Retail News

How Retailers Can Better Manage Their Phone Calls

PublisherBy PublisherAugust 6, 2020Updated:January 19, 20235 Mins Read
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working woman on phoneby Call Cowboy

One way of guaranteeing the success of your retail business is by ensuring that your customers are satisfied with your services at all times. In order to do this, you must invest in a customer service team to handle any calls made to the business. If you overlook this crucial aspect, your prospective clients will deem you unprofessional and end up opting for your competitors.

The best way of avoiding such an occurrence is to obtain a toll-free number. Utilizing a company such as Call Cowboy can help to make your brand instantly recognizable. With features like an autoresponder, you can be sure that calls will neither be missed nor left to ring for an extended duration.

It’s equally important for customer service representatives to better manage calls to help improve the image of your retail business for existing and potential clients. Here’s a detailed guide for adopting a strategy that’ll enable you to manage calls better:

Use Personalized Greetings  

Having customized greetings in place gives your business a professional image. The customized greetings feature incorporates a recorded menu that enables your clients to choose where the calls get directed. Thanks to this system, your business will manage calls a lot more efficiently and improve customer satisfaction, which is essential for the success of any business.

Make Each Caller Feel Special   

Every customer loves knowing that they’re being given the attention they deserve anytime they call for assistance. Because of this, your goal should be to make them feel comfortable while you discuss their requests.

The best way to make callers feel comfortable is by acting as an advisor once you have established their buying habits and are aware of how to guide them in making an informed and impartial decision. By doing this, your customer’s trust and confidence in your services will be enhanced, which will heighten the chances of them buying a product from your company.

Review All Calls

After every call, make sure to review what you have achieved with the caller and what needs to be done. You should also decide whether further communication is necessary. If deemed necessary, you need to establish the day and time when the follow-up phone calls or other communication, like emails, will occur.

Furthermore, make sure to end the conversation on a polite and pleasant note. The reason for this is that the caller might be open to doing business in the future, so it’s best to always be pleasing and respectful.

Be Honest Even When You Don’t Have the Solution   

As a customer service representative, the one thing you probably dread the most is the caller asking you something you have no idea about. However, it would be best if you didn’t let this worry you too much since you’re human. If this happens, transfer the call to a coworker who’s able to provide a solution. You can also place your client on hold after their approval as you try and find the answer to their query.

Customers will appreciate it when you do this, instead of giving an incorrect solution or making excuses that can hurt the company’s image. The reason why this is crucial is that clients expect you to always be honest as it proves that you’re reliable.

Only Use The Speakerphone When Needed   

Whereas you may not have any trouble hearing your caller when on speakerphone, they might have a hard time trying to understand what you’re saying. Because of this, your customer could easily become irritated and may hang up, which isn’t good for the company’s reputation.

It’s best to avoid using the speakerphone at all times and give clients your full attention. This will allow them to clearly hear you and appreciate that they’re getting your full attention as you try to resolve whatever issue they may be facing. However, there are a few instances when you can use the speakerphone, such as when you’re experiencing difficulties troubleshooting phone problems or during a conference call.

Avoid Using Answering Machines Unless Absolutely Necessary   

If you’re committed to ensuring a personal touch with your current and potential customers, it’s best to avoid answering machines. Nonetheless, if this is absolutely necessary, you need to call back the minute you’re free, as this gives customers the impression that you value them. This should be done with all the messages received, regardless of the time of day.

However, if your company received a lot of calls during the weekend or past business hours, you should consider using a professional answering service. This is more professional, cost-effective, and prevents the loss of clients, especially those who are first-time callers.

As a retail business owner, you need to remain competitive. One of the best ways of doing this is by managing your calls better. This will enable you to consistently improve customer satisfaction, which consequently improves your company’s reputation. Therefore, you shouldn’t hesitate to put measures in place that’ll help manage your calls properly if you’re committed to increasing your revenue and ensuring continued growth.

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